Resident Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $70,000 - $85,000

**Job Overview**

We are seeking a highly skilled and customer-focused Resident Services Ambassador to join our team. As a key member of our staff, you will be responsible for delivering exceptional customer experiences and ensuring seamless coordination of services across multiple assets.

**Key Responsibilities:**

  • Deliver key customer moments that meet or exceed expectations and drive positive NPS results

  • Guide customers through the customer journey from initial inspection to move-in, rental payment, and complaint support

  • Manage resident move-in and out experiences, including pre-move communications, apartment checks, arrival and orientation, pre-departure inspections, and condition reports

  • SUPPORT the leasing process in line with the Strategic Asset Plan to maximize returns and mitigate downtime

  • Implement the Resident Community Program for the asset and associated event calendar, promoting initiatives to drive increased resident engagement and retention

  • Lead site inspections and work with the wider asset team(s) to implement required initiatives to drive excellence in presentation, performance, and safety standards

  • Conduct regular property inspections in accordance with the Residential Tenancies Act and other legislative requirements

  • Maintain a visible presence onsite and provide residents with an energetic, efficient, and memorable experience when responding to requests and resolving problems and concerns as they arise

  • Accurately log, triage, and respond to resident complaints and interactions, feedback, and requests to support customer NPS and ensure assignment to the appropriate person where escalation is required

  • Ensure accuracy of data across all systems to deliver customer insights and support data-led decision making

  • Support the onsite team with general administrative tasks and keep the office running smoothly as required

  • Actively contribute to project working groups across the business that deliver tangible outcomes for the division

**Requirements:**

To be successful in this role, you will need:

  • 3+ years of experience in asset management or hospitality

  • Demonstrated experience in high-volume customer-facing and administrative roles

  • Proven stakeholder engagement abilities

  • Demonstrated experience dealing with customer complaints and solving problems with positive results

  • High level of IT proficiency, with Salesforce and StarRez experience desirable

  • Real Estate Agent or Assistant Agent License (required)

  • First Aid Certificate (desirable)

  • Responsible Service of Alcohol Certificate (desirable)

  • A willingness to always go above and beyond and provide an exceptional experience to our residents

  • Customer-centric focus with the ability to develop and maintain exceptional stakeholder relationships, and liaise with people at all levels

  • Exceptional organizational skills with the ability to prioritize work effectively, ensuring deadlines are achieved on time

  • Ability to adapt to change, deal with ambiguity and complexity

  • Proactive and self-motivated mindset, with the ability to solve issues as they arise and improve system and process efficiencies and effectiveness

  • Commitment to quality, professionalism, confidentiality, and attention to detail

  • Exceptional communication (written & verbal) and interpersonal skills

**What We Offer:**

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive salary and benefits package.

**How to Apply:**

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, please submit your application.

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